Is there any point/hope doing a small claim against inpost.co.uk if they won't even read it?

bigflabbylady

One of the worst customer services experiences I have ever experienced and if you search for the bad reviews on trustpilot you see it is the same trend for all who have any issues.

As the saying goes "it is fine until something goes wrong". Well it didn't take long for me as this is only the second time using them before it happened. They have millions of positive reviews but I don't get how all the courier companies have reviews in the millions. Are they really doing such big numbers? Seems hideously inflated and as below it seems clear they are using bots for their responses so seems par for the course they would also use them for reviews.

Anyway as to the problem. This is only the second time I used them. To make clear from the outset I was using them directly from the app so my contract is with them, which I saw was discussed in other threads on here about inpost. No place like vinted or other 3rd party retailer - inpost directly in the inpost app.

1st time went smoothly and it gave me false confidence that these would be a great company to use more regularly.

Second time I sent something to the value of £40 and I got my mum to drop it off, so it could arrive to me. She was the one who did it the first time and no issues. She did it again, this time at another locker but the locker never registered as having received the parcel and the tracking just said "we are preparing your package" or somesuch, where it has stayed like that for weeks, nearing on a month now. I read at least one other review which mentioned just the same thing. Parcel placed, not registered; out of a parcel and no acknowledgement from inpost.

Customer services are none existent. I have tried both the customer services email and sending a claim report. I believe in both cases it isn't even human responses as it is exactly the same general replies each time.

Every time they say 'oh I am sorry you are having issues, blah blah, it appears the parcel didn't enter the system. Please provide {checklist of 4 to 5 things they ask for} so we can investigate this".

I have sent the requested details 3 or 4 times now but rather than the 'attendant' just ignoring or not getting the previous messages I actually think there is actually no one at the helm at all and they are just totally automated responses based on this wonderful new technology we call AI which is awash everywhere now.

To test this on one of the many replies asking for the checklist of things to send back I sent a message something to the tune of "I do not believe I am actually talking to someone, please give me some sign this is a real human responding" and what response did I get? you guessed it...the same generic message above with the checklist of things I should provide which I have already given many times.

So if I do initiate a small claim what effect will it have if they don't even read it? I know, having read the general guidelines, that you can win by default if you submit it to the court and they don't respond, which, from the above experience, is the most likely case it seems unless they suddenly stir to action but I doubt anyone would read the 'letter before action' in order to do anything about it. So if it were to come about that I won by default what good is it if the company does not even get any summonses or demands to pay the monies back and the court fees?

Couldn't I just be left out of pocket of the parcel and also the court fees they will not pay?

I can spare the £40 but I am thinking to do it on principle as I am fed up of these companies thinking they can run roughshod over the small guys just because they reach a certainly level of success and the negative experiences are just collateral damage. Seems there are hundreds if not thousands of others who have had the same experience as me and just stuck out of pocket as the compensation the company offers means absolutely nothing if they will not follow through when something goes wrong.

A_Geordie

So if I do initiate a small claim what effect will it have if they don't even read it? I know, having read the general guidelines, that you can win by default if you submit it to the court and they don't respond, which, from the above experience, is the most likely case it seems unless they suddenly stir to action but I doubt anyone would read the 'letter before action' in order to do anything about it. So if it were to come about that I won by default what good is it if the company does not even get any summonses or demands to pay the monies back and the court fees?

Does it matter whether they read your letter before action or respond to the claim? You can obtain default judgment and then seek to enforce it by sending in bailiffs to seize goods.  Like most large companies, a letter before action tends to get ignored but usually they will respond to a claim when they receive it but even if they don't, they will likely pay up than try to defend it for this particular amount being claimed - that's assuming you send it to the correct address in accordance with the Civil Procedure Rules and not get yourself in a muddle by sending it to a different address that shouldn't be used.

visidigi

bigflabbylady said:

inpost directly in the inpost app.

Second time I sent something to the value of £40
but the locker never registered as having received the parcel
I have tried both the customer services email and sending a claim report. 

So if I do initiate a small claim what effect will it have if they don't even read it? 

TLDR

That's actually your 'question' - all the rest of it is noise that isn't relevant.

So did your mum put the item in, close the door, tap all complete on the screen and then you got the email to confirm its on its way?

Or did you not get anything on email?

An LBA process is likely to elicit a response - as long as you send it to the correct place/person.